aircall

MAY 31, 2022

In May 2022, Aircall commissioned global market research company Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential financial impacts of switching to Aircall’s cloud-based phone system. TEI™ Study Findings .

Consulting 62

Consulting Consulting Surveys Marketing 62

Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care. We have had some incredible stories written about it, which we wanted to share.

Customer Care 62

Customer Care Consulting Consulting Call Center 62

LiveVox

MAY 17, 2022

A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2021 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.

Contact Center 52

Contact Center contact center solutions Consulting Consulting 52

Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was conducted in collaboration with the Center for Services Leadership at the W.P. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. Wall Street Journal.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Babelforce

SEPTEMBER 15, 2021

Case study: Booz Allen. A good example is the consulting firm Booz Allen. Case study: LUX Resorts. Case Study: Air Mauritius. When this is the case, make training materials available right away so new hires can familiarize themselves with the role. This company has a ‘preboarding’ course for all employees.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Beyond Philosophy

AUGUST 20, 2020

The second key takeaway from this study is that the reviews written on phones were more persuasive. For example, in one study, she asked participants to admit to and describe an embarrassing product purchase they made, and they did—on their phones. Then, researchers asked the participants how compelling the reviews were.

Transportation 873

Transportation Surveys Consulting Consulting 873

LiveVox

APRIL 26, 2021

A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2020 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes. Below we’ve outlined some of the study’s key findings.

contact center solutions 53

contact center solutions Contact Center Customer Experience Consulting 53

LiveVox

JULY 29, 2021

LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox’s cost of ownership and return on investment across a variety of different factors in the contact center. The study revealed numerous benefits for a composite organization based on interviewed customers.

Consulting 52

Consulting Consulting Contact Center 52

aircall

JANUARY 6, 2022

Consultative selling, also known as needs-based selling, is a sales tactic in which the seller acts primarily as an advisor, focused on helping a prospect solve one or more critical business issues. But clearly, every worthy competitor studies and respects their counterparts. Step Five: Consult to the Finish Line!

Consulting 62

Consulting Consulting Sales Analytics 62

Beyond Philosophy

MAY 2, 2020

Moreover, we share the ways that these experiences promote customer behavior that demonstrate principles studied in Behavioral Economics. The post What You Should Learn From This Poor Practice appeared first on CX Consulting. Perhaps most importantly, we explore how you can avoid making the same mistakes in your organization.

Consulting 356

Consulting Consulting Customer Experience 356

ShepHyken

JANUARY 28, 2024

The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. My Comment: Perhaps you’ve experienced self-checkout at a grocery store or some other retailer.

Customer Service 163

Customer Service Consulting Consulting Customer Experience 163

CSM Magazine

SEPTEMBER 28, 2021

The study included insights from 2,000 nationally representative consumers who visit a bar, restaurant, pub or hotel once every six months. The study dives into what consumers want in a brand’s online presence, revealing the ten most important pieces of information for consumers in the digital journey, which include: Menus.

Construction 52

Construction Feedback Consulting Consulting 52

CustomerSuccessBox

OCTOBER 19, 2021

A study shows, “Only 3 in 10 customers leave due to product deficiencies and the majority of reasons for churn are completely within the company’s control!”. Once you’re clear about what they want to achieve, it’s time to consult them, guide them, and help them reach their desired goal. Customer Education changes behavior.

Education 52

Education Consulting Consulting Management 52

LiveVox

APRIL 20, 2021

A commissioned study conducted by Forrester Consulting on behalf of LiveVox in March 2021 evaluates how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.

Contact Center 52

Contact Center Customer Experience contact center solutions CRM 52

Chip Bell

JANUARY 22, 2019

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers. David has worked around the world delivering training and consulting Services.

Consulting 56

Consulting Consulting Personalization Management 56

teleopti

OCTOBER 9, 2018

Laut DMG Consulting LLC, einem führenden Unternehmen im Bereich Contact Center-Forschung und Beratung, erreichte Teleopti die beste Bewertung bei der allgemeinen Kundenzufriedenheit, das berichtet der kürzlich veröffentlichte Workforce Management Produkt- und Marktbericht 2015-2016.

Consulting 48

Consulting Consulting Contact Center Management 48

CCNG

JULY 6, 2022

Seek out peer-to-peer discussion, industry benchmarking studies, and special-interest initiatives. Which benchmarking studies are worth your time? Which colleagues and consultants offer the best advice? Colleagues and industry contacts offer fertile ground to share and compare strategies and evaluate results.

Best practices 195

Best practices CCNG Benchmark Consulting 195

CSM Magazine

NOVEMBER 9, 2020

Below are the professionals you need to consult after getting injured. After you have suffered a personal injury and sought medical attention, the next thing to do is to consult with a reputed injury attorney. To effectively carry that out, one has to know the professionals they need to contact so they can get all the help they need.

Consulting 52

Consulting Consulting Personalization 52

C3Centricity

MARCH 25, 2024

years) A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2 I think that this is because all the studies I have seen on the topic concentrate on identifying what is wrong, but rarely offer help in what to change to provide more visible value to their companies. years in their position.

Marketing 90

Marketing B2C B2B Consulting 90

Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Read more about the study here. Listen to a Sharpen interview of John about how customer rage, delight, and employee frustration align. Find a survey guide here.

Airlines 62

Airlines Scripts Surveys Consulting 62

Beyond Philosophy

SEPTEMBER 17, 2020

Townsend chose to study it because there was shockingly little academic research on it. Townsend decided that she wanted to study why. . In the study, Townsend and her team made design elements quantitative. She describes the study as a simple manipulation. Apple users often hang onto the box their iPhone came in.

Consulting 410

Consulting Consulting Customer Experience Customer Care 410

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. The Financial Times selected it as one of the best management consultancies for the last four years. The post Why video is the untapped jewel to greatly enhance your customers experience appeared first on CX Consulting.

Customer Experience 222

Customer Experience Contact Center Consulting Consulting 222

Beyond Philosophy

OCTOBER 1, 2022

26:41 We discuss how we sometimes misremember things, as studied by Elizabeth Loftus and presented on her TED Talk. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Memory Mini series 3/3) appeared first on CX Consulting.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

teleopti

OCTOBER 9, 2018

Teleopti får idel toppbetyg när det gäller kundnöjdhet enligt DMG Consulting LLC, ett ledande företag inom forskning och rådgivning för kontaktcenter, och deras rapport om produkter och marknader inom bemanningsplanering 2015-2016 som precis offentliggjorts.

Consulting 48

Consulting Consulting Management 48

Beyond Philosophy

OCTOBER 4, 2019

Case Study: RICOH Printers (Canada). In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out. However, not every cause is lost. The answer is a resounding yes.

Consulting 54

Consulting Consulting Customer retention Customer Experience 54

Beyond Philosophy

APRIL 4, 2020

She and her research partner Kristen Duke also published their study in a peer-reviewed journal that shows how Social Norms help drive the effectiveness of incentives to change customer behavior. The post How Small Changes Can Alter Customer Behavior appeared first on Customer Experience Consulting.

Consulting 221

Consulting Consulting Customer Experience 221

Connecting the Dots

NOVEMBER 6, 2017

The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

The data released by Customer Care Measurement & Consulting shows just how prevalent highly dissatisfied customers are and suggests some things companies can do to fix the problem. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

CCNG

MAY 10, 2023

In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Bad customer service is our new normal? Nope, not on my watch. So, there it is.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

SEPTEMBER 17, 2021

One study shows that 80% of consumers care as much about the experience a company provides as about its products and services. And 54% in another study said the customer experience at most companies needs improvement. . It starts and continues long-term with all the hallmarks of a great customer experience.”.

Customer Experience 269

Customer Experience Consulting Consulting Customer Care 269

Toister Performance Solutions

APRIL 12, 2018

A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience. This comes from this 2005 report from Bain, so it's a little out of date.

Customer centricity 48

Customer centricity Technical Support Surveys Consulting 48

Beyond Philosophy

AUGUST 21, 2020

The second key takeaway from this study is that the reviews written on phones were more persuasive. For example, in one study, she asked participants to admit to and describe an embarrassing product purchase they made, and they did—on their phones. Then, researchers asked the participants how compelling the reviews were.

Transportation 450

Transportation Surveys Consulting Consulting 450

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. My contribution to the various dailies along with studying the gurus led to some serious contemplation.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

MARCH 19, 2020

Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). You All Want Growth.

Consulting 480

Consulting Consulting Marketing Customer Experience 480

Beyond Philosophy

APRIL 9, 2021

Among other things, Dunbar studied how people and animals processed group sizes. He started off studying apes, chimps, and monkeys in their social networks. The number was around 150, which, through verification of other studies, became known as Dunbar’s number. However, this isn’t a surprise. Sources: Ro, Christine.

Management 392

Management Accountability Consulting Consulting 392